Method and system for directory assistance services

ABSTRACT

A mobile telephone, or personal communication services subscriber who wishes directory assistance services is connected in the conventional manner to an operator who identifies a destination telephone number desired by the subscriber. As known in the prior art, the operator then initiates a call connecting the subscriber to the destination telephone number. In a preferred embodiment, the operator locates a desired destination telephone number in a computer database, and can select automatic dialing of the located number. Further, rather than dropping all further involvement with the call, the preferred embodiment of the present invention continually monitors the connection thereby established for a predetermined DTMF signal issued by the customer, such as that obtained by pressing the “*” button. If such a signal is detected, the customer is transferred to a directory assistance operator, who can then provide whatever further assistance is needed (e.g., providing further directory assistance). If a busy signal or non-answering party is detected, a customer is given a plurality of options including leaving a recorded message or page, or a predetermined alphanumeric message or page for the called party. In this case, the system automatically tries, repeatedly, to deliver the recorded message or page and, optionally, confirms successful or failed message delivery to the calling party.

RELATED APPLICATION DATA

This is a continuation of U.S. patent application Ser. No. 09/070,521,filed Apr. 29, 1998, issued Aug. 24, 1999 as U.S. Pat. No. 5,943,417,which is a division of co-pending application Ser. No. 08/620,374, filedMar. 22, 1996, issued Feb. 16, 1999 as U.S. Pat. No. 5,873,032, whichwas a continuation in part of application Ser. No. 08/552,222 filed Nov.2, 1995, issued Aug. 18, 1998 as U.S. Pat. No. 5,797,092, which was acontinuation in part of application Ser. No. 08/498,900, filed Jul. 6,1995, now abandoned, which was a continuation in part of applicationSer. No. 08/234,644, filed Apr. 28, 1994, now abandoned.

FIELD OF THE INVENTION

The present invention relates to systems for providing directoryassistance services. More particularly, the present invention relates toa directory assistance service with flexible connection options so thata caller can more readily communicate with a party that is presentlyunavailable.

BACKGROUND AND SUMMARY OF THE INVENTION

Telephone directory assistance services have been available for the pastcentury. While improvements have been made over the decades, suchsystems are still poorly suited for many users, including in particular,subscribers of mobile telephone services (e.g., cellular and personalcommunications service (“PCS”) subscribers).

In prior art directory assistance services, a customer dials an operatorand identifies the name and address of a party whose telephone number isdesired. The operator then locates the number, using printed directoriesor a computer database, and provides the number to the customer. (Theprovision of the number is sometimes done by the live operator, but moretypically is done with a synthesized voice response unit that providesan automated voicing of the number.) After the customer's inquiry hasbeen satisfied, the connection to the operator is terminated.

While satisfactory for most customers, this arrangement is ill-suitedfor many mobile telephone and/or PCS customers. For one, such customersare usually away from their general work environments (e.g., in avehicle), and thus may not have ready access to a pencil and paper inorder to make a note of the desired number. (Even if such materials areavailable, the customer may not find it convenient to interrupt otheractivities, e.g., driving, in order to make a note.) In addition, theprocess of initiating a second call—to the desired party—entails furthermanual operations (e.g., hanging up, waiting for another dial tone, anddialing) which may be a hindrance to the customer's other activities.

The present assignee has redressed certain of these difficulties byproviding a directory assistance service that eliminates the need tomake a note of the desired number, or undertake a redialing exercise.Instead, after determining the telephone number desired by the customer,rather than voicing it to the customer, the directory assistanceoperator proceeds to initiate a call to the desired party, and connectsthe new outgoing call to the original customer. This arrangementobviates the need for the customer to make a note of the voiced number,or to undertake a redialing exercise. However, the number can still bevoiced to the customer if desired.

Rather than dropping all further involvement with the call, as istypically done with most directory assistance systems, the assignee'sdirectory assistance system continually monitors the connection therebyestablished for a predetermined DTMF signal issued by the customer, suchas that obtained by pressing the “*” button. If such a signal isdetected, the customer is transferred to a directory assistanceoperator, who can then provide whatever further assistance is needed. Bythis arrangement, the press of a single button by the customer summonsfurther directory assistance, rather than the redialing proceduresnormally required.

However, if the initiated call is not completed because a “busy” tone isreceived, or a continuous ringing signal for a non-answering party isreceived, then the customer must either immediately contact thedirectory assistance operator again (e.g., with the press of a singlebutton as was described above) or hang-up and re-connect to thedirectory assistance operator again at a later time by undertaking aredialing exercise.

If the caller re-connects to the directory assistance operator, theoperator can re-initiate the call, but if the line is busy, or the partyis not answering, then the caller must either write down the desirednumber, or call the directory assistance service again at a later time.Both of these options are un-satisfactory for many cellular telephonecustomers as they disrupt the customer's activities.

In accordance with one preferred embodiment of the present invention, adirectory assistance service is provided which alleviates the busysignal and non-answering parties problems. For example, in oneembodiment, a caller who wishes directory assistance services isconnected in the conventional manner to a directory assistance operatorwho determines the destination telephone number desired by the caller.The operator and the system then initiates the call connection to thedestination telephone number for the caller.

If a busy signal (or any other non-ringing or intercept signal, e.g.,re-order, disconnected number tone, tri-tone, etc.) is detected, anon-line call monitoring and reporting system drops the connection to thebusy called party, and a voice response unit plays a message to thecaller with the following options: (1) to leave a message for the busycalled party; (2) to listen to a voiced play back of the telephonenumber just called so the caller can write down the number for futureunassisted calls; (3) continue calling the requested party every Nminutes, where N is determined by the caller or set by default (e.g.,set by the service provider); (4) call the requested party again; (5)page the busy called party at another number; or (6) to return to thedirectory assistance operator for further assistance.

If the caller chooses option (1), the caller can record a voice message,or send an alphanumeric character message. The caller can also choosethis option at any time by pressing the “M” (the number six) key orother predetermined key(s).

The directory assistance service will attempt to contact the busy calledparty at specific durations (e.g., once every half hour) toautomatically deliver the calling party's message (i.e., either arecorded voice or an alphanumeric message). After a certain number ofunsuccessful attempts (e.g., 10 attempts), the message delivery to thebusy party is canceled. The caller also has a “confirmation” optionwherein the directory assistance system calls the caller back to confirmsuccessful or failed delivery of the message.

If the calling party chooses option (2), the system provides anautomated voicing of the number to the caller. The caller can recordthis number for future unassisted calls to the called party. The callercan also choose this option at any time by pressing the pound or number“#” key twice or other predetermined key(s).

If the caller chooses option (3), the system will continue calling thebusy party at set intervals. The caller can also choose this option atany time by pressing the “C” (number two) key or other predeterminedkey(s).

If the caller chooses option (4), the system immediately redials thecalled party. If the line continues to be busy, the caller canrepeatedly select this option to continue redialing the called party.

If the caller chooses option (5), the system pages the called party.Like option (1), the caller also has a “confirmation” option wherein thedirectory assistance system calls the caller back to confirm successfulor failed delivery of the page. The caller can choose from apredetermined set of alphanumeric character messages to send with thepage. The caller can also choose this option at any time by pressing the“P” (number 7 key) at any time or other predetermined key(s).

If the caller chooses option (5), the caller is returned to thedirectory assistance operator. If the caller has not responded after apredetermined time-out period, the system preferably defaults to option(5) and automatically returns to an operator. At any time the caller canpress the star “*” key to return to an operator. The directoryassistance operator can then provide further “live” assistance to thecaller.

If a ringing signal for a non-answering party is detected, an on-linecall monitoring and reporting system would after a pre-determinedinterval, mute (i.e., attenuate or remove) the ringing tone for thecaller while the actual ringing of the called party continues. A voiceresponse unit plays a message for the caller with the following options:(1) to leave a message for the busy called party; (2) to listen to avoiced play back of the telephone number just called so the caller canwrite down the number for future unassisted calls; (3) to continuecalling the requested party at selected intervals; (4) to page the busycalled party; (5) to return to audible ringing for the call; or (6) toreturn to the directory assistance operator for further assistance;

If the caller chooses option (1)–(4), the same scenarios described abovefor the “busy signal” take place. If option (5) is chosen, the systemcontinues ringing the called party. The system defaults to one of theoptions (e.g., option (5)) if the calling party does not make aselection within a predetermined time-out period.

The ability to leave a message or page that is automatically deliveredto a busy, or non-answering party provides a number of benefits to thecaller, the busy and/or non-answering party, and the directoryassistance service. The caller does not have to record the calledparty's phone number, or initiate a second call to the directoryassistance service at a later time to try and contact the desired partywhose number is not initially known. The caller can also receiveconfirmation of successful or failed delivery of the message or page,relieving the caller of the burden of checking as to whether or not therecorded message actually did get delivered. Thus, interruptions to thecaller's activities are kept to a minimum, which is important when thecaller is using a mobile telephone or PCS device. Minimal interruptionsare also important to land line callers.

A caller can also leave a message for a busy party, and/or anon-answering party without an answering machine, neither of which isnormally possible. In addition, a message or page can be left with anon-answering party who is using another telephone service feature(e.g., call waiting) which would normally prevent a caller from making aconnection and leaving a message, even if the non-answering party had ananswering machine.

The called party will receive messages that could normally not have beendelivered. Thus, the called party is less likely to miss an importantmessage. The directory assistance service also benefits since directoryassistance operators can spend more time speaking to and connecting newcallers, instead of continuously interacting with a caller who isexperiencing a busy signal, or a non-answering party.

In another embodiment of the present invention, a caller can provideinput choices by speaking the name of the input buttons that arenormally pushed. For example, if the caller was asked “to press or speakone” for a response, the caller could speak the word “one,” therebychoosing response number one. Therefore, a caller who encounters a busy(or other intercept signal, e.g., reorder, disconnected number, etc.) ornon-answering party for example, can leave a recorded message for theparty without any additional keypad input after dialing the directoryassistance service. Speaking the responses to menu questions offers asubstantial benefit over directory assistance services which requiretelephone keypad inputs. Mobile telephone customers who may be engagedin other activities (e.g., driving a vehicle) that make it inconvenientto continually press keys on the telephone keypad, can simply speakresponses to menu items.

The foregoing and additional features and advantages of the presentinvention will be more readily apparent from the following detaileddescription, which proceeds with reference to the accompanying drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram depicting the hardware used to implement oneembodiment of the present invention.

FIGS. 2A–2E is a flow chart depicting the process by which directoryassistance messages for non-answering parties are provided to a customerin accordance with the FIG. 1 embodiment.

FIGS. 3A–3E is a flow chart depicting the process by which directoryassistance messages for busy parties are provided to a customer inaccordance with the FIG. 1 embodiment.

DETAILED DESCRIPTION

Overview of System

With reference to FIG. 1, a directory assistance center 10 according toa preferred embodiment of the present invention includes one or more T1links 12 for connection to customer networks, a private branch exchange(PBX) 14, and a channel bank 16 for coupling to a plurality of operatortelephones 18. Each operator is further equipped with a terminal 20 thatincludes a video display unit and a QWERTY keyboard with associateddialing pad. The operator terminals are coupled to a terminal server 22,which in turn is connected over a data network 24 to a database server26. The data network further connects to a PBX host computer 28 and avoice response unit (VRU) 30. The data network consists of, but is notlimited to, a Local Area Network (LAN) supplemented by a number ofpoint-to-point serial data links.

The T1 links 12 provide connection between the directory assistancecenter 10 and the cellular carrier's switching center, through whichincoming directory assistance calls are received. The T1 links 12further provide connection to the network over which outgoing calls areplaced (which network may be different than that used for incomingtraffic).

The PBX 14 is conventional, and its operation is governed byinstructions stored in the PBX host computer 28. These instructionssimply implement the processes hereafter described. In the preferredembodiment, the PBX supports digital T1 telephone circuits, while inother embodiments other PBXs can of course be used. Included in the PBXis digital signal processing circuitry which provides the requisiteconference capability (described below), and dual tone multi frequency(DTMF), and multi frequency (MF) tone generation/detection capabilitiesand complete call progress analysis (detection and reporting).

Incoming calls received by the PBX 14 are connected to an availableoperator via a T1 circuit 32 that is connected through the channel bank16 to an operator's telephone headset 18. The operator headset can bethat of a standard telephone (e.g., shown in FIG. 1), a headset which isattached to the operator's head and allows “hands free” operation (notshown in FIG. 1), or any other variety of headsets known in art. If nooperator is available when a call is received, the call is queued untilan operator becomes available. The queuing and call distribution isstandard Automatic Call Distribution (ACD).

The terminal server 22 simply serves as an interface between serialdevices, such as the operator terminals 20, and the data network 24,allowing the terminals to log in as devices on the network.

The database server 26 provides operators with the means to search for acustomer's desired party, and determine the appropriate telephonenumber. In the preferred embodiment, the database provides thecapability to search not just by name and address, but also by type ofgoods/services and/or geographical region. (E.g., the preferred databasecan answer queries soliciting the names/numbers of shops carrying modelrocketry supplies in southeast Portland, Oreg., or of Chineserestaurants on a given street.) Data indexed in this fashion is usuallynot commercially available, so the present assignee starts with acommercially available database file (e.g., the Directory AssistanceDatabase Source available from U.S. West), and enriches it by addingfurther data manually.

Desirably, the results of the database search presented on theoperator's terminal 20 are not alphabetized prior to display, but ratherare presented in the order located by the database search engine. (Ifdesired, a deliberate randomization of order could be effected beforedisplay. Businesses at the beginning of the alphabet are thereby notunduly favored by customers using the directory assistance service.)

The database software itself is conventional. The presently preferredbest mode is to use a relational database, such as is available fromOracle. However, much simpler software can alternatively be used, suchas DBase 4.

The voice response unit (VRU) 30 is incorporated into the system to playthe constantly repeated parts of an operator's speech, namely thevarious greetings and closings. Not only does this system provide avoice-saving and monotony-relief function for the operators, it performsa ‘branding’ function (i.e. the pre-recorded messages incorporate thename of the telephone company through which the customer was routed tothe directory assistance service), and it also reduces the amount oftime an operator is actually connected to a customer.

The VRU 30 is connected via the data link 24 to the PBX host 28 and, viaone or more T1 spans 32, to the PBX 14 itself. More than one VRU canexist in a system. At appropriate stages in a call progression, the PBXhost 28 initiates a voice path connection between the VRU and the PBXsuch that the caller, or the caller and the operator, are able to hearwhatever pre-recorded speech is played on that circuit by the VRU 30. Itthen instructs the VRU, via the data network, what type of message toplay, passing data parameters that enable the VRU to locate the messageappropriate to the call state, the service-providing telephone company,and the operator. The recording density used is high enough to provide asufficient quality of message playback that most users of the systemshould be unaware they are listening to a recording.

The PBX 14 detects ringing and busy signals on outgoing lines from thePBX host 28 using its complete call progress analysis capability. Thevoice recording and playback capabilities of the VRU 30 are utilized asdescribed below to provide a caller the option to leave a recordedmessage for a busy or non-answering called party. The VRU's voice recordand playback capabilities along with the PBX's dialing capabilities alsoare utilized to try and contact a busy or non-answering party at a latertime and deliver messages and/or pages requested by a customer asdescribed below. Preferably, the caller's phone number is reported tothe PBX 14 in a conventional manner as a string of data sometimesreferred to as the announced number identification (ANI). The PBX 14also utilizes a string of data sometimes referred to as the dialednumber identification string (DNIS) as is conventionally known foridentifying a number dialed by the caller (i.e., to the center 10)possibly with translation.

Method of Operation

Customers of a particular telephone company simply dial the accessdigits established for directory assistance by that company. Examples oftypical access digits are “*555” and “555-1212” and “411”.

The participating telephone company's own switching system will thenreroute the call to the directory assistance service center 10 (via a T1channel), where it appears as an incoming call.

Automatic Call Distribution (ACD) logic is used to queue incoming callsin an incoming call queue, (if necessary) and distribute calls tooperators in the order in which they are received, and such that thecall traffic is distributed evenly among the operators.

When a call is connected to an operator, the VRU 30 (also conferencedinto the call) plays a greeting message, using a message pre-recorded bythe connected operator. Both the operator and the calling customer hearthe message, which incorporates the name of the service or company towhich the customer is a subscriber (in other words, the call is“branded”). The message ends with a prompt, thus cuing the customer tovolunteer what information they are seeking.

When the automated greeting is complete, the VRU is disconnected, andthe operator and the customer are left connected by a 2-way speech path.From this point, the caller is interacting with a live operator.

In the event the VRU is non-functional (for whatever reason), theincoming call is connected to the operator and a short “trill,” or “zip”tone is played to indicate that a caller is on the line. (Note that onceoperators are logged in to the system, they wear headsets, and havetheir telephones 18 permanently off-hook. Their telephones do not ringwhen a call is presented.) The operator then speaks a greeting andprompt in real time, instead of the VRU playing a message.

If the caller requests information concerning, for example, localtheater performances, the operator speaks a response to the request.After the query is answered, the caller is released from the call, andthe operator becomes available to handle further calls.

If the caller is seeking directory assistance, the operator engages inlive dialogue to establish the name and other pertinent information ofthe wanted party, and then initiate a database search using the operatorterminal 20 and associated database server 26. In the event of anunsuccessful search, the operator will use alternative sources, such asthe Electronic White Pages (EWP) or even printed directories.

The operator can connect the caller to the wanted party's number usingone of several possible methods of call transfer, which includeprimarily Blind Transfer (also known as “connect”) and Hotline Transfer(also known as “conference connect”) described below, and also severalsub-options to these call transfer methods. Alternatively, at thecaller's option, the operator or VRU 30 can simply voice the number tothe caller.

In either case, the call transfer is invoked by sending a sequence ofdigits (that includes the wanted party's number) to the PBX host 28. Theconventional method of doing this is simply dialing the digits on theoperator's telephone handset (having first depressed the “flash” key toobtain dial tone). This method is always available. A much quicker andmore accurate call completion method is generally preferred: theoperator highlights the desired database entry on the screen of theterminal 20, and then initiates Blind or Hotline transfer to that numberby entering a few keystrokes on the terminal keyboard. In this case, thedatabase server 26 transmits the same digit sequence as part of amessage to the PBX host 28, via the network 24.

Automated Call Completion Method

More specifically, in the preferred automated call completion method,the operator locates the desired listing in the database, and pressesthe “enter” key at the operator terminal 20 to select the listing.Whereupon, the operator terminal 20 displays a main call completion menualong with a selected listing. One example of such a menu is as follows:

Main Call Completion Menu 1) Connect with Transfer back 2) Connect withNO Transfer back 3) Conference connect with Transfer back 4) Conferenceconnect with NO Transfer back 5) Provide number before connection 6)Supervisor 7) Manual Dial 8) No connect

Options (1) and (2) of the main call completion menu initiate the “BlindTransfer” to the selected listing as described more fully below. Options(3) and (4) initiate the “Hotline Transfer” described more fully below.Option (5) initiates an automated (e.g., synthesized or recorded)voicing of the wanted number to the calling party by the VRU 30. Option(6) is selected by the operator to summon the operator's supervisor forassistance handling the call. Option (7) overrides automated dialing ofthe selected listing, and allows the operator to manually dial a numberat the operator terminal 20. Option (8) cancels call completion.

When the operator selects option (7), the operator terminal 20 displaysa call completion sub-menu such as follows:

Manual Dial Call Completion Sub-Menu Enter telephone number     1)Connect with Transfer back 2) Connect with NO Transfer back 3)Conference connect with Transfer back 4) Conference connect with NOTransfer back 5) Provide number before connection 6) Supervisor 7)Change Number 8) No Connect

Upon selection of any of the connection options (1)–(4) of either themain call completion menu or manual dial call completion submenu, thedatabase server 26 sends a data packet to the PBX host 28, via thenetwork 24. The data packet contains the appropriate station ID and thedigit sequence of the selected listing or manually entered telephonenumber in the case of option (7). The PBX host 28 creates a conferencebridge with the caller and the called party, then either completes the“Blind Transfer” in the case of options (1) or (2) or continues with the“Hotline Transfer” in the case of options (3) or (4). In the case ofoptions (1) or (3), the tone triggered return transfer operation whichis described more fully below is enabled during the call. In the case ofoptions (2) or (4), the tone triggered return transfer or transfer backoperation is disabled as also discussed more fully below.

Blind Transfer Connection

“Blind Transfer” is the normal means by which an operator establishes aconnection between the caller and the wanted party's number. As soon asthe PBX host 28 receives the Blind Transfer command (whether from thedatabase server 26 or the operator's telephone set 18), an attempt ismade to establish a route out of the PBX 14. If successful, the circuitis seized and the address digits propagated, using the protocol thecircuit is configured for: the operator is released from the call andmade available to receive further calls. If the VRU 30 is operational,it is commanded to play a closing message (pre-recorded by thejust-released operator). If the VRU is not available, the operatorspeaks the closing message before initiating the transfer. Optionally,the outgoing call set-up can be initiated sometime before the closingmessage completes (e.g., at a time equal to the average or expected timeof call set-up prior to the completion of the closing message). The VRUstatus is known by whether the call was initiated by a VRU-playedgreeting, or by zip tone. Failed routing attempts cause reorder tones tobe returned to the operator's handset, or an error indication to bereturned to the database server 26 (depending on how the PBX hostreceived the transfer command).

Hot Line Transfer Connection

Like Blind Transfer, the “Hotline Transfer” method of establishing aconnection between the caller and the wanted party's number can beinitiated by the operator from either the telephone handset 18 or fromthe data terminal keyboard 20. The difference is that the operator isnot automatically released from the call in a Hotline Transfer. Instead,he/she is conferenced into the call by the PBX 28 and is able to monitorits progress. Using either the telephone handset or the data terminalkeyboard, the operator may withdraw from the call after verifying itsestablishment, or may cause the called circuit to be released and thenre-engage in dialogue with the caller. Hotline Transfers are used when acaller requests that the operator “stay on the line.”

Tone-Triggered Return Transfer

If, after initiation of a transfer (whether or not it succeeds), and atany time before the caller hangs up, the caller requires furtheroperator assistance, the caller can perform a tone signal triggered,return transfer back to an operator (hereinafter referred to as “tonetriggered return transfer” or “transfer back”). This is done simply bypressing the “*” (star) key or another designated key on the caller'stelephone once or twice (depending on the network, and as instructed bythe operator in the closing message).

The star or other designated key tone(s) is detected by a DTMF receiver(allocated in the PBX 14 for the entire duration of the call), andcauses the caller to appear as a fresh call to the ACD logic. Detectionof the DTMF tone results in the caller being placed in a priority queue,from which the caller is connected to an available operator. Whereuponthe PBX host 28 instructs the connected VRU 30 to play the appropriatepre-recorded return greeting. Note that the call is allocated to anoperator according to the ACD algorithm, and may or may not be the sameoperator that previously handled this call.

The priority queue is different from the incoming call queue in whichthe caller was initially placed. The ACD algorithm allocates calls tooperators out of the priority queue first. The priority queue isprocessed until it reaches some predetermined level (e.g., the priorityqueue is empty). When an operator becomes available and the priorityqueue has reached the predetermined level, then new incoming calls areassigned to the operator from the incoming call queue. This givesprecedence to calls already in progress (as compared to newly initiatedcalls to the directory assistance service).

The “tone triggered return transfer” feature enables callers who havebeen transferred to recall an operator if the transfer does not completesatisfactorily (for example, receipt of reorder tone, busy tone,operator intercept tri-tones, ring-no-answer, silence, or wrong number).It also enables a caller to request a follow-on call at the completionof a successfully completed call without incurring the delay ordifficulty of re-dialing into the system.

It will be recognized that, in the preferred embodiment, the desirednumber is not voiced to the customer unless explicitly requested.Sometimes a customer uses the “tone triggered return transfer” featureto request that the number be voiced if, for example, he or she finds afollow-up call is necessary later.

Process for Non-Answering Party Connection Options

A flow diagram illustrating the sequence of events in a directoryassistance system with connection options for a non-answering partyaccording to the preferred embodiment of the invention is shown in theflowchart in FIGS. 2A–2E.

When a call is received by the directory assistance center 10 as aresult of a caller dialing the access code for the directory assistanceservice (step 38 of FIG. 2A), the call is either assigned immediately toan operator if any operator is available, or the PBX 14 queues thecaller's call in the incoming call queue and eventually assigns the callto an operator as operators become available as described above (step 40of FIG. 2A). When the caller is connected, the VRU 30 plays the normaldirectory assistance greeting (step 42 of FIG. 2A), and the caller andthe directory assistance operator speak (step 44 of FIG. 2A). Theoperator 40 locates the number of the party desired by the caller andtransfers the call (step 46 of FIG. 2A) as described above. The VRUplays a closing message and the caller is connected to an outgoingcircuit to connect to the desired party (step 48 of FIG. 2A). At anytime the caller can press the star “*” key to talk again to a livedirectory assistance operator (step 50 of FIG. 2A). The PBX uses aplurality of dedicated Digital Signal Processors (DSPs) to continuouslymonitor each of the lines connected to the PBX. Each DSP is assigned oneor more lines to monitor continuously.

If the destination number rings for a pre-determined duration (e.g., 6rings or a predetermined time period (e.g., 40 secs.) without answering)after a call is transferred by the directory assistance operator to adestination number (step 52 of FIG. 2B), the ringing tone is muted (step54 of FIG. 2B) for the calling party by the PBX 14. The ringing signalactually continues on the circuit to the called party, however, theaudible ringing tone is no longer sent to the caller.

After muting the audible ringing tone for the caller, the PBX 14instructs the VRU 30 to play a message to the caller providing availableoptions for the caller (step 56 of FIG. 2B). For example, in thepreferred embodiment of the present invention, the following options areincluded for the caller by the voice playback unit for a non-answeringcalled party:

Non-Answering Called Party Initial Main Menu

1. If you would like to leave a message for this non-answering party,please press (or speak) one now.

2. If you would like to receive the number of this non-answering party,please press (or speak) two now.

3. If you would like to call this non-answering party every N minutes,please press (or speak) three now.

4. To page this non-answering party, please press (or speak) four now.

5. To continue holding for an answer, please press (or speak) five now,and stay on the line. Audible ringing will be returned to your call.

6. To hang up, please press (or speak) six now, or hang up yourreceiver.

7. To return to an operator for further assistance, please press star atany time.

However, more or fewer options could be included in this menu. Further,the menu can be arranged as a multi-level menu tree, with menus ofadditional sub-options accessed by selecting a main option from theinitial main menu. In another embodiment of the present invention, thefollowing options are included in the initial main menu for the callerby the VRU 30 for a non-answering called party:

Non-Answering Called Party Alternative Main Menu

1. If you would like to leave a message for this non-answering party,press the “M” key at any time.

2. If you would like to receive the number of the non-answering party,press the pound key twice at any time.

3. If you would like to call the non-answering party every N minutes,press the “C” key at any time.

4. To page the non-answering party, press the “P” key at any time.

5. To continue holding for an answer, stay on the line. Audible ringingwill be returned to your call.

6. To hang up, hang up your receiver.

7. To return to an operator for further assistance, please press star atany time.

Message Option (1)

If a caller chooses option (1) by pressing the one key on the telephone,or by pressing the “M” (six key) at any time if the alternate initialmain menu is used 58, the VRU 30 plays a submenu which asks the callerif they wish to leave a recorded message, an alphanumeric message typedby a directory assistance operator, or an alphanumeric message from apre-determined set of alphanumeric messages for the called party.

If the caller wishes to leave a recorded voice message for thenon-answering party, the VRU 30 plays another submenu which includesnotifying the caller that additional fees will be charged. The caller isgiven an option of accepting this service by pressing the one key (i.e.,“yes”), or declining this service by pressing the two key. Other keysfor yes and no could also be used (e.g., nine key for yes, and six keyfor no, etc.) If the two (i.e. “no”) key is pressed, the nextappropriate submenu (e.g., to choose a pre-determined alphanumericmessage). is played for the caller by the VRU 30. If the caller desiresto leave a message (i.e., a recorded voice message or a pre-determinedalphanumeric message) and agrees to accept the charges for messagedelivery, the VRU 30 terminates the connection to the ringingnon-answering called party (step 60 of FIG. 2B), and queries the callerfor message information (step 62 of FIG. 2B). For example, in thepreferred embodiment of the present invention, the query information toleave a recorded message would include:

Recorded Message Queries

(a) Please leave a message for_(——————)

(b) This message is from_(——————)

(c) The message to be delivered to “response from (a)” from “responsefrom (b)” is_(——————)

(d) Do you want to configure the time interval and number of attempts tocontact “response from (a)”? Press (or speak) one for yes, or two forno.

(e) Do you want the system to call you back and confirm successful orfailed delivery of this message? Press (or speak) one for yes, or twofor no.

As indicated, the caller also has the option of configuring the timeinterval and number of attempts used to contact the non-answering partyto deliver the recorded message. If the caller does not want toconfigure call back parameters, default call back parameters are used(e.g., at time intervals set to every half-hour, and number of attemptsset to ten).

If the caller chooses option (e) after recording a message, the VRU 30and PBX 14 automatically contact the caller at a later time to confirmthe recorded message was delivered, or the message delivery failed. Ifthis option is chosen, the VRU 30 records the caller's phone number toallow the directory assistance center to contact the caller at a latertime.

The VRU 30 will attempt to contact the non-answering party at specificdurations (e.g., once every half hour) to automatically deliver thecalling party's message. Preferably, the VRU 30 utilizes the MessageDelivery With Called Party Type Detection described more fully below.For managing the message delivery attempts, the VRU 30 records a messagedelivery status and a count of failed delivery attempts. When a messagedelivery attempt succeeds, the message delivery status is set tosuccess. If a message delivery attempt is unsuccessful, or the call isanswered, but the called party is not available, the message deliverystatus is set to failure and the count of failed delivery attempts isincremented. When the mail delivery status is set to success, or thecount of failed delivery attempts reaches the number of attempts set bythe caller or by default, the recorded message delivery is canceled. Themessage delivery status (i.e., success or failure) is reported to thecaller when the VRU 30 and the PBX 14 calls the caller back (if the callback and confirm option is set by the caller or by default).

The caller can also leave an alphanumeric message (step 62 of FIG. 2B)for a non-answering party by choosing option (1) from the Non-answeringParty Main Menu (described above) and a suboption for alphanumericmessages under a submenu for option one. One sub-option allows thecaller to dictate an alphanumeric message which will be typed by adirectory assistance operator. The caller is returned to an operator todictate the message if this sub-option is chosen. A second sub-optionallows the caller to choose an alphanumeric message from a set ofpredetermined alpha numeric messages.

A dictated or pre-determined alphanumeric message is used when thenumber for the non-answering party is for a Personal CommunicationsService (PCS) device, FAX, or other device which can receive and displayalphanumeric text.

For example, in the preferred embodiment of the present invention, thepredetermined set of alphanumeric messages includes:

Predetermined Alpha Numeric Message Queries

The following alphanumeric message are available. Please choose analphanumeric message query by pressing the appropriate key:

1. Please call me back at_(——————) (caller inputs phone number).

2. Please call home.

3. Please call the office.

4. Please call me back after_(——————) (caller inputs time).

5. Please call me back on_(——————) (caller inputs date).

However, more or fewer options could be included in the alphanumericmessage query submenu. As can be seen from the alphanumeric messagequery submenu, there are multiple pre-determined alphanumeric messages(2,3), and multiple messages which require numeric input from a caller(1,4,5) (e.g., require a telephone number). If the caller chooses analphanumeric submenu item which requires numeric input, the numericinput is completed by pressing the appropriate keys on the telephonicdevice. The dictated or predetermined alphanumeric message is deliveredin the same manner as was described above for the recorded voicemessage. The success or failure of an alphanumeric message delivery canalso be verified by a call back to the caller at the caller's option aswas described above.

Called Number Play Back Option (2)

If the caller chooses option 2 from the non-answering called party menuabove, or presses the pound or number “#” key twice if the alternateinitial menu is used (step 64 of FIG. 2C), the VRU 30 will play asubmenu for option 2 which includes voicing the number of thenon-answering party to the caller (step 66 of FIG. 2C). The caller canthen record the number to call the non-answering party at a later timewithout further directory assistance. The submenu for option 2 may alsocontain more or fewer options.

Connect At N Minute Interval Option (3)

If the caller chooses option 3 from the non-answering called party menudescribed above, or presses “C” (two key) if the alternative initialmenu is used (step 68 of FIG. 2C), the VRU 30 will play a submenu foroption 3 which includes having the directory assistance service connectback to the non-answering party every N minutes (step 70 of FIG. 2C),where N is preferably determined by the caller. The submenu preferablyhas the following form:

Connect Every N Minutes Submenu

(a) The connect interval (i.e., N) is_(——————)

(b) This message is from_(——————)

(c) The time limit for connect every N minutes is_(——————)

(d) The phone number for calling back is_(——————)

You may now hang up, or press the star key to return to an operator.

In an alternative embodiment of the present invention, the connectinterval N is not configurable by a caller, and a default connectinterval N is set by the service provider. The submenu for option 3 mayalso contain more or fewer options. After the caller has set the optionsfor connecting every N minutes, the caller can hang up or press the starkey to have the operator place another call.

In the preferred embodiment, the directory assistance center 10 attemptsto connect to the called party at the connect interval set by the calleror by default. If there is still no answer in the time limit set by thecaller or by default, the directory assistance center 10 connects backto the caller and the VRU 30 reports failure to connect to the calledparty.

If the called (non-answering) party answers on any of the directoryassistance center's attempts to connect within the time limit, the VRU30 plays the recorded message as follows:

Hello, this is <service provider name>, you have a call from <name ofcaller>, please stay on the line while we connect you to <name ofcaller>

where <service provider name> is the name of the directory assistanceservice or the name of the telephone service provider of the caller, and<name of caller> is the name input by the caller in response to theConnect Every N Minutes Submenu above. The directory assistance center10 will then attempt to connect the called party back to the caller.

If the caller does not answer the call back within a predeterminedperiod or a busy signal or other intercept signal is received, the VRU30 voices the following to the called party:

We have been unable to connect you with <name of caller>, however thephone number at which you can reach <name of caller> is <caller's phonenumber>.

where <name of caller> is the name provided by the caller in response tothe Connect Every N Minutes Submenu described above, and <caller's phonenumbers> also is the number provided by the caller in response to thesubmenu or the ANI data string from the caller's original call to thedirectory assistance center 10.

In an alternative embodiment, the directory assistance center 10 firstconnects to the caller before making each attempt to connect to thecalled party at each connect interval. The directory assistance center10 is thereby sure to be able to connect the called party to the callerif the called party answers. In either case of the preferred embodimentor the alternative embodiment, the VRU 30 preferably voices anexplanation of the operation of the connect every N minutes option whenit is selected by the caller.

Page Option (4)

If the caller chooses option 4 from the non-answering called party menu,or presses “P” (seven key) at any time if the alternate initial menu isused (step 72 of FIG. 2C), the VRU 30 will play a submenu for option 4which includes sending a recorded voice page or a pre-determinedalphanumeric text page using a pager number (step 74 of FIG. 2C). Thesubmenu for option 4 may also contain more or fewer options. Therecorded voice page and pre-determined alphanumeric text page areselected from submenus, sent and confirmed in a manner similar to thatdiscussed for the recorded voice message and pre-determined alphanumericmessage described for option 1 above. The directory assistance servicesends the page to a pager, PCS, or other number capable of accepting apage associated with the non-answering party. The caller also has theoption of obtaining a pager, PCS, etc., number from a directoryassistance operator.

Return to Ringing Option (5)

If the caller chooses option 5 from the non-answering called party menu(step 76 of FIG. 2D), the audible ringing is returned to the caller(step 78 of FIG. 2D). If there is still no answer after an additionalperiod of the defined number of rings with no answer (e.g., 6 rings asdefined by the directory assistance center) (step 52 of FIG. 2B), theVRU 30 again mutes the audible ringing tone 54 and re-plays the recordedNon-Answering Called Party Menu described above (step 56 of FIG. 2B).

Hang Up Option (6)

The caller can terminate the call by hanging up at any time, or bychoosing option (6) and then hanging up (step 80 of FIG. 2D). When thecaller hangs up, the connection to the called party and the directoryassistance service is dropped (step 82 of FIG. 2D).

Return to Operator Option (7)

If the caller selects option (7) by pressing the star key or seven keyas indicated in the menu, the caller is returned by the directoryassistance center 10 to a live operator as described above for atone-triggered return transfer.

Default Action

In the preferred embodiment, the directory assistance center 10 defaultsto one of the options if the caller does not make any inputs for apre-determined time period (e.g., ten seconds). The preferred defaultoption is to return audible ringing to the line for the caller (i.e.,option (5) is the default). Alternatively, the default option is toreturn the caller to a live directory assistance operator (step 86 ofFIG. 2A) as if the caller had selected option (7). If the return tooperator default is used, the PBX 14 ceases ringing to the called party.The VRU 30 will then play the proper return greeting (step 88 of FIG.2A), and the caller again speaks with a directory assistance operator(step 44 of FIG. 2A). Also, at any time during or after hearing theNon-Answering Called Party Menu and/or submenu options, the caller canpress the star “*” key (step 90 of FIG. 2D) to again talk to a livedirectory assistance operator.

If the called party answers (step 92 of FIG. 2E) the call at any timeduring voicing the menu and submenu options, the VRU 30 will stopplaying the menu and the connection to the called party will proceed asusual (step 94 of FIG. 2D). The caller and the called party will beconnected, and can then engage in a voice conversation. The PBX 14continues to continuously monitor the connection during theconversation. If the caller presses the star key at any time, the calleris returned to the operator (step 86 of FIG. 2A).

Post Call Termination Activity

After the called party terminates the call (step 96 of FIG. 2E) (i.e.,the called party hangs up), the caller can stay on line for furtherdirectory assistance options or immediately press the star key “*” (step50 of FIG. 2A) to again talk to a live directory assistance operator. Ifthe caller stays on the line after call termination, the VRU 30 isconnected to the caller and voices the following call termination menu:

The number of the party you called is <called party's number>. You canpress the star key to return to an operator, or press the pound key torepeat this message, or hang up.

where <called party's number> is the number of the called party of thejust terminated connection. If the caller presses the star key inresponse to this menu, the directory assistance center returns thecaller to an operator as described above for a tone-triggered returntransfer. If the caller presses the pound key, then the VRU 30 againvoice the menu (including the number of the called party).

In alternative embodiments, the VRU 30 can play an alternative calltermination menu with more or fewer options. For example, playing thenumber of the called party back to the caller can be an option whichmust be selected by the caller. The menu also can include a furtheroption to have the directory assistance center disconnect from thecaller.

The directory assistance center 10 terminates the connection from thecaller only when the caller hangs up (step 80 of FIG. 2D) oraffirmatively chooses a menu option for the directory assistance centerto disconnect, or the caller does nothing for a predetermined time outperiod (e.g., 30 seconds).

Sending a Called Number Page

After the completed call has been terminated (e.g., the caller hasterminated the call), the directory assistance center 10 in thepreferred embodiment sends an alphanumeric page using a paging protocol(e.g., telocator alphanumeric paging protocol (TAP), telocator dataprotocol (TDP), etc.) to the caller's telephonic device if the caller'stelephonic device is capable of accepting such a page. The directoryassistance center determines if the caller's telephone is capable ofaccepting a page by checking attributes of the caller's telephone numberin the directory assistance database. The page includes the name for thecalled party (e.g., Smith, Jane M.) and the telephone number for thecalled party (e.g., 503-234-5678). If the caller has telephonicequipment capable of accepting paging protocols (e.g.; a mobile phone, aPCS device, a pager, etc.) and storing such paging information, the nameand number of the called party is then automatically stored in thecaller's telephonic device. When the caller later desires to again callthe called party, the caller can recall the stored number from his/hertelephonic device and attempt to complete the call without help from thedirectory assistance center.

Process for Busy Party Connection Options

If a busy signal is detected by the PBX 14, a process comprising thesteps 98–150 shown in FIGS. 3A–3E is performed. These steps are similarto those just described for a non-answering party. For example, in thepreferred embodiment of the present invention, the following options areprovided for the caller by the VRU 30 (step 116 of FIG. 3A) for a busycalled party:

Busy Signal Called Party Initial Main Menu

1. If you would like to leave a message for this busy party, pleasepress (or speak) one now.

2. If you would like to receive the number of this busy party, pleasepress (or speak) two now.

3. If you would like to call this busy party every N minutes, pleasepress (or speak) three now.

4. To page this busy party, please press (or speak) four now.

5. To call the busy party again, please press (or speak) five now.

6. To hang up, please press (or speak) six now or hang up your receiver.

7. To return to an operator for further assistance, please press star atany time.

Again, more or fewer options could be included in this menu and submenuscould be used. In an alternative embodiment of the present invention,the following options are included for the caller by the voice playbackunit for a non-answering called party:

Busy Called Party Alternative Main Menu

1. If you would like to leave a message for this busy, press the “M” keyat any time.

2. If you would like to receive the number of this busy, press the poundkey twice at any time.

3. If you would like to call the busy party every N minutes, press the“C” key at any time.

4. To page the busy party, press the “?” key at any time.

5. To call the busy party again, press the “1” key at any time.

6. To hang up, hang up your receiver.

7. To return to an operator for further assistance, please press star atany time.

The options for a busy party (i.e., steps 98–148 FIGS. 3A and 3B) aresimilar to those just described for a non-answering party. However, whena busy signal is encountered, the connection to the busy party isdropped since the called party was busy, and not non-answering. As aresult, the caller cannot continue ringing the called party's line(e.g., as the caller could by selecting option 5 in the Non-AnsweringCalled Party Menu and description above). Instead, when the callerselects option (5) in the Busy Signal Called Party Menu (step 152 ofFIG. 3C), the PBX 14 initiates a new call to the called party (step 154of FIG. 3C). The caller thus can repeatedly call the called party byselecting option (5) in the Busy Signal Called Party Menu each time abusy signal is received, until the called party's line is no longer busyand a subsequent new call to the called party succeeds in ringing thecalled party's line.

In the case where the caller takes no action within a predetermined timeperiod (e.g., 10 seconds), the directory assistance center 10 candefault to one of the options. The preferred default action is to callthe busy called party again (as for option (5)). Alternatively, thedefault action is to return the caller to a directory assistanceoperator as for option (7).

Message Delivery With Called Party Type Detection

As was described above, if the caller leaves a message or page for abusy party, the VRU 30 will attempt to deliver the message or page at alater time. At intervals definable by the caller and/or the directoryassistance service (e.g., every 30 minutes), the VRU 30 attempts todeliver the message or page by calling the non-answering or busy party.

If during any attempt to deliver a message or page the called partyanswers, or the called party's answering machine or automated answeringservice answers, a determination is made if the called party is a “liveperson” or is an answering machine or automated answering service. TheVRU detects whether the answering called party is: (1) a called partywith a residential phone or personal communications device capable ofvoice; (2) a called party with a business phone; or (3) an answeringmachine or automated answering service (e.g., voice mail, etc.).However, the VRU detection of the called party is not limited to theequipment in this list. The VRU can be configured to detect additionaltypes of called parties.

The VRU examines the energy and duration of the voice response when thecall is answered to make a determination of what the answering calledparty actually is. For example, a called party on a residential phone istypically characterized by a short burst (e.g., <1 second duration) ofvoice response energy (e.g., by answering “hello . . . ”). A calledparty on a business phone is characterized by a longer burst (e.g., >1second and <3 seconds of duration) of voice response energy (e.g., byanswering, “good afternoon, this is <business name>, can I help you?”).An answering machine or automated answering service is characterized bya long burst (e.g., >3 seconds duration) of voice response energy (e.g.,for an answering machine, “hi, this is me, I can't come to the phoneright now, if you want to leave a message, please leave your name,number . . . ”, for an automated answering service “your call is beinganswered by service XYZ, the party you are trying to reach isunavailable, please leave a message . . . ”). Upon determination of thetype of answering called party, the VRU will play the appropriatemessage or message menu.

When the VRU detects a residential phone or PCS device capable ofaccepting two-way voice information, the VRU plays a message menu thatincludes:

This is the directory assistance center, we have a message for <calledparty's name>, if this is <called party's name> please press one. Ifthis is not <called party's name>, but <called party's name> is nearby,please press two to hold this message for <called party's name>. Pressthree to continue at any time. If this is not <called party's name>,please press four, and the directory assistance center will try again tocontact <called party's name> at a later time.

where <called party's name> is the name of the called party input inresponse to the message options submenu.

When the VRU detects a business phone, the VRU plays a message menu thatincludes:

This is the directory assistance center, we have a message for <calledparty's name>. If you can transfer this call to <called party's name>,please press one, then transfer this call to <called party's name>.Please press two after the call has been transferred to <called party'sname>. If this is not <called party's name> but <called party's name> isnearby, please press three to hold this message for <called party'sname>. Press four to continue at any time. If <called party's name> isnot available or you cannot transfer this call to <called party's name>please press five, and the directory assistance center will try againlater to contact <called party's name>.

where <called party's name> is the name of the called party input inresponse to the message options submenu.

When the VRU 30 detects an answering machine or automated answeringservice, the VRU 30 waits for the “beep” or “tone”, and then deliversthe message left by the calling party. The VRU 30 also records the dateand time the message was delivered.

When the “live” answering called party is reached, the called party istold that they have messages. The VRU 30 will play a menu whichincludes:

Recorded Message Menu 1. press the one key to hear the recorded message.2. press the two key to replay the recorded message. 3. press the threeto connect back to the party who left you a message. 4. press the starkey for operator assistance.

However, more or fewer menu items could also be used. If the calledparty presses one, the recorded message from the caller is played. Thecalled party can replay the message multiple times by pressing the twokey. If the called party presses three, an attempt is made to reconnectthe called party to the calling party who left the message. The calledparty can request operator assistance at any time by pressing the starkey (i.e. for a star return). A sub-menu may be included under each ofthe menu items to further define available options for the called party.

If the message or page delivery is unsuccessful, (i.e. the called partydidn't answer), the directory assistance center 10 records theunsuccessful delivery attempt. After a predetermined number of attempts(e.g., 10, as defined by the caller and/or the directory assistancecenter), the message or page delivery is canceled, and a failed messageor page delivery status is recorded as described previously.

If the caller has chosen the option of having the directory assistancesystem contact the caller to confirm the message or page delivery, thenthe directory assistance center will contact the caller using thecaller's phone number recorded earlier (i.e., the ANI data string fromthe caller's original call to the directory assistance center 10). Theconfirmation message will be sent immediately after a successful messageor page delivery. If the message or page delivery is unsuccessful, thefailure notification message will be delivered after a failure of thepredetermined number of unsuccessful attempts as defined by the callerand/or directory assistance center.

Billing for Directory Assistance Services

When a caller uses any of the features described above, the caller isgiven an approximate idea of the cost of the service, and is asked ifthey agree to be billed for the service. For example, the caller may betold by the VRU 30, “A recorded message can be left for an additional$1.75 message delivery fee, plus connect time charges if any. Do youagree to accept this charge? Press one for yes or speak ‘yes’ now.” Thebilling can optionally include a fee (such as the message delivery feestated in the example), and preferably includes the cost of any connecttime charges incurred when performing the service (e.g., long distancetolls and mobile phone air time charges incurred when attempting todeliver a recorded message).

If the caller agrees, the caller is billed through his/her own serviceprovider for any costs incurred. In addition, any long distance charges,cellular, PCS, or page, charges, directory assistance charges, localconnect time charges, etc. that are incurred by the directory assistancecenter are recorded for billing to the caller. The directory assistancecenter records all such transactions in their database, and thenprovides billing data to the appropriate service provider for thecaller.

Additional Directory Assistance Options

A caller is also provided with a number of options for call backs andother message or page delivery. For example, a caller may not wish tohave a non-answering or busy party call them back on the device in whichthey initiated the call to the directory assistance center (e.g., acellular phone was used to call the directory assistance center, and thecaller must pay for calls both to and from this cellular phone). Thus,the directory assistance center allows the caller to select from anumber of options to receive a call back from a non-answering or busyparty (e.g., enter the number of a land line telephone device instead ofa cellular phone).

Caller Accepts Called Party Charges Service

In another embodiment of the present invention, the directory assistancecenter provides a service to obtain phone numbers specifically forcellular phones, PCS and other communications devices of a desired partythat are not directly connected to a dedicated land telephone line. Acaller can request such a number from the directory assistance operator.The directory assistance center will then try to make the properconnection to the communications device of the called party.

In yet another directory assistance service, a service is provided thatallows parties to only receive calls from callers that have agreed topay all connection and air-time charges. For example, a caller may wishto contact a called party on a mobile or cellular phone. It is typicalfor a party who subscribes to telephonic service for mobile or cellularphone to pay for connection and air-time for both incoming and outgoingcalls. A called party may not wish to accept a call from a caller if thecalled party has to pay for incoming connection and air-time charges. Toaddress this problem, the directory assistance center maintains in theirdatabases a listing of parties who will not accept calls from a callerif the caller does not pay all charges for the call. When a callerdesires to contact such a party, the directory assistance center willinform the caller that the party he/she is trying to reach will notaccept a call unless the caller pays all charges. The call will beconnected only if the caller agrees to pay all charges.

Option Selection by Voice

In yet another embodiment of the present invention, a caller has theoption of not only pressing a key in response to any of the menuspresented by the voice recognition unit, but also speaking the responseto any or all menu/submenu items. For example, the menu item may say (aswas shown above):

-   -   press the one key or speak the word “one” to leave a message for        this non-answering party.        The caller could then press the one key, or speak the word “one”        to leave a recorded message. A voice response unit interprets        spoken commands from a caller. Speaking the responses to menu        questions offers advantages to cellular telephone customers who        may be engaged in other activities (e.g., driving a vehicle)        that make it inconvenient to press keys on the telephone keypad.

The caller also has the option of customizing the message or pagedelivery using voice inputs. The caller can set a number of options(e.g., number of delivery attempts, etc.) by speaking numbers associatedwith the menu/submenu options.

Menu Repeat Option

In some alternative embodiments of the invention, each of the abovedescribed menus can include as an option for selection by the caller (orcalled party for message delivery menus) to have the VRU 30 repeat themenu. This option preferably is voiced in the menu, such as by thefollowing:

-   -   (8) If you would like to have this menu repeated, press (or        speak) eight now.

Personalized Directory Service

In a further embodiment of the invention, the directory assistancecenter 10 provides personalized handling of directory assistance callsbased on the caller's phone number (i.e., based on the ANI data stringtransmitted by the telephone network to the PBX 14 with the incomingcall). In particular, the PBX 14 assigns the call to an operator basedon the caller's phone number. The database server preferably maintains adatabase of caller ANIs, which associate attribute values relating toattributes of the caller with the caller's ANI. For example, theattribute values can identify the caller's preferred language (such asSpanish for a spanish speaker), or that the caller is a preferredcustomer. The attribute values associated with the caller's ANI also canspecify data for the voiced greetings, closings, and menus in the abovedescribed processes. For example, the caller's name, personalized setsof options for the menus, and default options for the menus can bespecified.

When a call is received at the PBX 14, the PBX retrieves the attributevalues associated with the ANI of the call from the database andallocates the call to an operator accordingly. For example, if theattribute value identifies the caller as being a Spanish speaker, thePBX 14 routes the call to a Spanish speaking operator. If the attributevalue identifies the caller as a preferred customer, the PBX 14 routesthe call to one of group of more experienced operators or prioritizesthe call in call queue(s).

Additionally, the VRU 30 voices the various greetings, closings, andmenus based on the caller's phone number. The VRU 30 retrieves theattributes associated with the caller's ANI from the database. The VRU30 then voices greetings, closings, and menus personalized according tothe data associated with the caller's ANI at the appropriate times inthe processes shown in FIGS. 2A–2E and 3A–3E. For example, where anattributes value associated with the caller's ANI specifies the name ofthe caller (i.e., <caller name> in the following greeting), the VRU 30voices greetings and closings, such as, “Hello, Mr. (Ms.) <caller name>,your directory assistance call is being handled by <service provider oroperator name>, how can we help you?” As another example, where theattribute values specify default options (e.g., for connect interval,time limit, call back number, etc.) of the connect every N minutesoption), the directory assistance center 10 applies these optionswithout having the VRU 30 voice submenus to the caller for setting theseoptions.

The attribute values to be associated with caller's phone numbers in thedatabase (such as the phone numbers of Spanish speakers, defaultdirectory assistance options, etc.) can be obtained by the directoryassistance center from the telephone provider. The telephone providercan gather this data, for example, from surveys sent with billingmaterials, or other means.

In view of the many possible embodiments to which the principles of ourinvention may be put, it should be recognized that the detailedembodiments are illustrative only and should not be taken as limitingthe scope of our invention. Rather, we claim as our invention all suchembodiments as may come within the scope and spirit of the followingclaims and equivalents thereto.

1. A method of providing directory assistance to a caller comprising:searching by a directory assistance provider for a destination telephonenumber associated with a desired party; initiating a telephone callbetween the caller and the desired party based on the destinationtelephone number; determining if a predefined condition relating to thestatus of the telephone call occurs; if the predefined condition occurs,obtaining an identifier of a messaging device associated with thedesired party for contacting the desired party, the identifier beingdifferent from the destination telephone number; sending a message tothe messaging device associated with the desired party based on theidentifier; and allowing the caller to obtain the identifier of themessaging device from a directory assistance provider.
 2. The method ofclaim 1, wherein the message comprises a voice message.
 3. The method ofclaim 1, wherein the message comprises a text message.
 4. The method ofclaim 3, wherein the text message comprises a custom text message. 5.The method of claim 4, wherein the custom text message is dictated bythe caller to a directory assistance provider.
 6. The method of claim 1,wherein the message comprises a page.
 7. The method of claim 1, whereinthe predefined condition comprises a non-answering desired partycondition.
 8. The method of claim 7, wherein the non-answering desiredparty condition comprises a busy signal.
 9. The method of claim 7,wherein the non-answemmg desired party condition comprises aring-no-answer condition.
 10. The method of claim 7, wherein an optionto have the message sent is offered to the caller after an occurrence ofthe non-answering desired party condition.
 11. The method of claim 1,wherein the message is sent to the desired party after an occurrence ofthe predefined condition when it is determined that the desired partyhas the messaging device capable of accepting the message.
 12. Themethod of claim 1, wherein the predefined condition comprises calltermination.
 13. The method of claim 1, wherein the messaging devicecomprises a pager.
 14. The method of claim 1, wherein the messagingdevice comprises a personal communications service (PCS) device.
 15. Amethod of providing directory assistance services, comprising: receivinga call from a caller, the call including a request for directoryassistance; in response to the request, locating contact informationassociated with a desired party; establishing a communication betweenthe caller and the desired party based on the contact information;determining whether the caller has a device capable of receiving amessage based on data associated with the caller stored in a database;and sending a message containing at least part of the contactinformation to the device when it is determined that the caller has thedevice capable of receiving a message.
 16. The method of claim 15,wherein the call originates from a telephonic apparatus having atelephone number associated with the caller.
 17. The method of claim 16,wherein the device's capability of receiving a message is identifiedbased on the telephone number.
 18. The method of claim 16, wherein thetelephonic apparatus comprises the device.
 19. The method of claim 15,wherein the message comprises a text message.
 20. The method of claim15, wherein the contact information comprises a telephone numberassociated with the desired party.
 21. The method of claim 15, whereinthe contact information comprises a name of the desired party.
 22. Themethod of claim 15, wherein the communication comprises a telephonecall.
 23. The method of claim 15, wherein the message comprises a page.24. The method of claim 15, wherein the device comprises a pager. 25.The method of claim 15, wherein the device comprises a PCS device. 26.The method of claim 15, wherein the device comprises a wirelesstelephone.
 27. A method of providing directory assistance services by adirectory assistance provider, comprising: receiving a call from acaller, the call including a request for directory assistance; inresponse to the request, locating contact information associated with adesired party; establishing a call between the caller and the desiredparty based on the contact information; and upon completion of saidcall, (a) allowing the caller to return to a directory assistanceprovider by issuing a command, and (b) allowing the caller to receive analphanumeric message comprising said contact information when it isdetermined that the caller has a device for receiving the alphanumericmessage based on data associated with the caller stored in a database.28. The method of claim 27, wherein said command comprises a DTMF tone.29. The method of claim 28, wherein said alphanumeric message comprisesa telephone number of said desired party.
 30. The method of claim 29,wherein said alphanumeric message comprises a name of said desiredparty.
 31. The method of claim 30, wherein said alphanumeric message issent to the caller automatically upon completion of said call.
 32. Amethod of providing directory assistance services by a directoryassistance provider, comprising: receiving a call from a caller, thecall including a request for directory assistance; in response to therequest, locating contact information associated with a desired party;establishing a call between the caller and the desired party based onthe contact information; and upon completion of said call, (a)automatically returning the caller to a directory assistance provider,and (b) allowing the caller to receive an alphanumeric messagecomprising said contact information when it is determined that thecaller has a device for receiving the alphanumeric message based on dataassociated with the caller stored in a database.
 33. The method of claim32, wherein said alphanumeric message comprises a telephone number ofsaid desired party.
 34. The method of claim 33, wherein saidalphanumeric message comprises a name of said desired party.
 35. Amethod of providing directory assistance services, comprising: receivinga call from a caller, the call including a request for directoryassistance; in response to the request, locating contact informationassociated with a desired party; attempting to establish a communicationbetween the caller and the desired party based on the contactinformation; automatically determining if a predefined conditionrelating to the status of the telephone call occurs; and if thepredefined condition occurs, (a) playing a menu of options to thecaller, and (b) providing said contact information to the caller. 36.The method of claim 35, wherein the providing said contact informationto the caller comprises sending an alphanumeric message to the callercomprising said contact information.
 37. The method of claim 36, whereinsaid predefined condition comprises a call termination condition. 38.The method of claim 37, wherein said alphanumeric message is sent to thecaller automatically in response to detection of said call terminationcondition.
 39. The method of claim 35, wherein said predefined conditioncomprises a busy signal.
 40. The method of claim 39, wherein said menucomprises an option to receive said contact information and saidproviding said contact information to the caller is done upon callerselection of said option to receive said contact information.
 41. Themethod of claim 40, wherein said menu comprises a multi-level menu. 42.The method of claim 41, wherein said contact information is audiblyprovided to said caller.
 43. The method of claim 39, wherein said menucomprises an option to send an alphanumeric message.
 44. The method ofclaim 43, wherein said option to send an alphanumeric message comprisesan option to send an alphanumeric message to the desired party.